Tickets will be assigned to agents based on their shift schedules and assignment groups when agent make status available on service operation workspace.
I created two shifts with different dates and timings and added members from the same assignment group (Test1 and Test23) to those shifts. shared below screenshot
An incident was created and assigned to the IAM Operations group. However, when impersonating a user who is currently on shift, the system did not automatically assign the ticket to the on-shift agent.
Agents who are not on shift but have their status set to 'Available' are getting the ticket assigned to them."
If anyone has information regarding this query, please let us know. It would be greatly helpful as we are currently facing this issue.
